*****ULENT

Tuesday on the 10th of February 2026 i went to old mutual to submit my documents at Bridge City Branch for a claim of the funeral policy they asked for the death certificate/ID number/My ID which i gave them. A lady then assissted me and she said theres a missing documents then i called home and they sent me the missing documents then when i came back with the document they said the claim is successful which i found very concerning because how do you proscess a claim with missing documentation i went back to the man then they said the claim is successful. the man then asked me to open a new card because i told them that i misplaced my black card then i told them that i want the money to be sent to my personal account of which they said it will take too long for the money to reflect. They then sent me to another man to open the card the man took soo long i even asked what was taking too long he just laughed at me after some time a call came through my phone by the person who helped me the second time who was the one i submitted too, he was so persistant for me to open an investment account which i found concerning because i was there to claim not to open accounts. The man then told me that the money will reflect in 4hours, a message then reflected on my phone stating that the money will reflect in 4hours, we then left. Next day the 11th of Feb i went back to old mutual at Pinetown to go and check if the money has reflected i then saw that the money was in my new card then i left because i had other things to do. Thursday the 12th i went Old Mutual again after i had found out i have no access to my app, i went back to Bridge City because the app says i must go to the branch so that they can fix the problem, i spoke to a lady of which i told her the story and she was as shocked, the lady called the guy who issued me the new card the manager asked what was the problem but he still never seem concerned his name is Melusi Ndulwini at Bridge City, the problem got worse because i was so devastated and heartbroken because now i have stress on how will i bury my mother and the Old Mutual staff didnt seem to show symphathy, they told me they will escalate the matter and by today morning everything will be sorted, its currently 09:35am and no message has come through to me. Also what concerns me is that when i made the card they never tested the card and see if its working or not and i also never paid too much attention to it because my mind is all over the place. This morning around 8am i called Old Mutual call centre and a lady called Sharisha transferred me to another lady regarding the matter, the Xhosa lady who i was talking then did some checkups and found out that the card they gave me is not linked to my account that means they gave me a wrong card and the right one is still with them and thats very alarming because how do you give someone who is making a claim the wrong card and they blocked my original card the lady then said she is suspecting *****ulent because there is no way this is professional hence i am concerned because i want my money and the printed sheet they gave me has incorrect details none of my details are correct, it has the incorrect address that address is linked to someone else who is no me. I really dont know what they will get out of this by ****ming people and showing no remorse,if this matter fails i will take matters furthe. Now i need money to bury my mom how will i do that with Old Mutual being stubborn. Now i am calling they are telling me the money will reflect after 24hours and my i cant wait for that the funeral is tomorrow morning this is utter nonsense and i dont think they understand.